Chapter 11-Conflict and Negotiation in the Workplace

Conflict: process in which on party perceives that his or her interests are being opposed or negatively affected by another party

-Constructive conflict: type of conflict in which people focus their discussion on the issue while maintaining respect for people having other points of view

-Relationship conflict: type of conflict in which people focus on characteristics of other individuals, rather than on the issues, as the source of conflict

Conflict Process Model:

-incompatible goals: non agreeable goals one party wants one thing while the other wants something else

-differentiation (values and beliefs): differences among people, departments, and other entities regarding their training, values, beliefs, and experiences

-interdependence: exists when team members must share common inputs to their individual tasks, need to interact in the process of executing their work or receive outcomes that are partly determined by the performance of others

-scarce resources: when each person or unit requiring the same resource necessarily undermines others who also need that resource to fulfill their goals

-ambiguous rules: too general or lack of rules

-communication problems: conflict occurs when lack of opportunity, ability, or motivation to communicate effectively

-leads to one or more parties to conflict

Conflict-Handling Styles

-Problem solving: win-win orientation/ tries to find a mutually beneficial solution to a disagreement

-Forcing: win-lose orientation/tries to win the conflict at the other’s expense

-Avoiding: loose-loose orientation/tries to smooth over or avoid conflict situations altogether

-Yeilding: Loose-win orientation/giving in completely o the other side’s wishes or cooperating

with little to no attention to your own interests

-Compromising: draw orientation/involves looking for a position in which you make concessions to some extent

Structural approaches to conflict management

-emphasizing superordinate goals

-reducing differentiation

-improving communication and understanding

-reducing interdependence

-increasing resources

-clarifying rules and procedures

Negotiation: when two or more parties with conflicting views attempt to resolve their divergent goals by redefining the terms of their interdependence

Third-party Conflict Resolution: attempt by a relatively neutral person to help the parties resolve their differences